self-service appointments

CarMax is the #1 used auto-retailer in the US. However, at just over 25 years since being a true startup, the retailer has legacy processes and a backlog that required modernization that would be considered ubiquitous across industries and brands small and large. Self-service appointment management is one of these pain points for customers and associates.

the approach

  • CarMax customers have long suffered from either calling call centers or working with associates in-store to make changes or cancel appointments. Currently, call centers for many companies are overwhelmed due to the pandemic and volume of calls from shifts in consumer behavior when shopping from home.

  • We conducted customer interviews and invited participants to walk us through their experience managing appointments.

  • Of the calls to the call center, the volume to manage appointments was over 2%. That could be hundreds of calls per day. Upon releasing the new appointments manager, calls to manage appoints reduce by 60%. There are plans to continue improving this experience which also impacts the brand’s net promoter score.

 

appointment manager

  • Reschedule appointment

    the video above demonstrates the new functionality customers now have to reschedule their appointments with CarMax. A process that required calling and waiting for associates before.

  • Cancel appointment

    The video above demonstrates how customers are able to cancel their appointments with CarMax. This reduces call volumes at the call center and no-shows for store associates.

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Activities & toolkit

 

  • Dual-track agile product team

  • Continuous discovery and research method

  • Customer interviews

  • User testing

  • Interaction design

  • Cross-team workshop

  • Sketch

  • InVision

  • Ethn.io

  • Usertesting.com

  • Adobe Analytics

  • FullStory

  • Miro